Senior IT Admin

Senior IT Admin

Requirements

• Provide Tier 1 & 2 support in an IT environment for internal customers, resolving incidents and fulfilling requests.
• Configure and support macOS in a corporate environment, including troubleshooting issues and ensuring compatibility with various software applications.
• Proficient with JAMF, Google Suite, Microsoft Office 365, Zoom, Atlassian, OKTA or other IDP to administer and manage the company’s IT systems and tools.
• Communicate effectively with customers and colleagues, utilising excellent interpersonal skills to build relationships and address concerns.
• Work both independently and collaboratively as part of a team, contributing to the success of the organization.
• Utilize strong problem-solving and analytical skills to identify and resolve technical issues and escalate when necessary.
• Prioritize and manage multiple tasks and projects effectively, meeting deadlines and commitments.
• Stay current with emerging trends and technologies in IT support, bringing innovative ideas to improve processes and workflows.

Responsibilities

• Provide remote tier 1 & 2 support to the AMER and EMEA regions, in various SaaS applications, such as Okta, Google Suite, O365, Adobe, Atlassian, Slack, and Zoom.
• Provide hands-on IT support for the Bay Area office, including setup and ongoing maintenance of in-office systems, while also supporting remote team members across other locations.
• Efficiently identify, troubleshoot, and escalate technical issues for individuals and groups, while determining the appropriate course of action and promptly communicating and escalating severe issues as necessary.
• Support remote users via Slack, Zoom, email, and desktop remote control software.
• Oversee the entire lifecycle of laptops, mobile devices, inventory, and assets by managing vendor relationships, ordering, imaging, configuring laptops, providing maintenance, warranty support, collecting off-board equipment, and decommissioning hardware.
• Ensure proper management of company assets and inventory by maintaining up-to-date end-user records, and ensuring that the inventory, asset management system, and MDM meet the necessary requirements for maintaining our security certifications.
• Assist with new hire onboarding efforts, including delivering training, providing onboarding documentation, and setting up new hires with the appropriate hardware and SaaS access.
• Collaborate with our EMEA MSP vendor to ensure timely delivery and return of assets to existing staff, new hires, and off-boarded employees.
• Create and document processes, procedures, and support guides for staff to resolve common troubleshooting requests and internal IT processes.
• Communicate IT concepts effectively to both technical and non-technical users.
• Use data to make informed decisions and build processes accordingly.
• Plan accordingly to manage ambiguity and ensure timely hardware delivery to all employees globally.
• Personify the company’s value of Customer Delight and build strong customer relationships by delivering customer-centric solutions.

Preferred Qualifications

• Experience with JAMF
• Office set up experience
• Experience Mac
• Experience with OKTA
• Experience with G-Suite/Slack/Zoom
• Strong customer support skills
• Strong communication skills
• Start up environment experience